Dire Customer Service - almost impossible to contact - use Overseas Call Centres to not resolve your problems

I was forcibly migrated to Ovo when they bought out SSE and had my Economy 10 account transferred to Ovo. Since September lat year they have had my meter set to Economy 7 off peak times but switching my devices based on Economy 10 times, meaning I am missing 3 hours a day of cheap electricity, being overcharged for my electricity and could not use my heating correctly all winter. This has been through the Ombudsman service and still they refuse to resolve the issue. They have lied (I have proof) to me, the ombudsman service and to other customer sin the same position (I am currently aware of 100+ with this exact issue). Customer service is non existent, emails go unanswered, phone calls are not returned and the buck is just passed to someone else with a different job title each time without anything actually being done. It is so bad that I am now taking legal action against Ovo for breach of contract, as advised by my solicitor. Ovo have been aware of this issue for HALF A YEAR and deliberately choose to do nothing about it despite over 50 emails, phone calls and letters from myself, an Ombudsman ruling that they are at fault and legal action commencing. If you were considering becoming a customer of this company for any reason, DO NOT! Go and read the Ovo forums if you wish to corroborate what is written here and see for yourself what kind of 'company' this is.

Absolutely terrible customer support. I lived in one address from 15/01/2023 until 30/09/2023. During this time I was paying regularly for what I believed was my account with Ovo. When I called to let them know I was leaving this address they informed me that I had a remaining balance of >£1000. It turned out they had made 2 different accounts under my name for this address and had been charging me for both. I notified them of this mistake on 30/09/2023 and sent proof of my payments throughout the year, with my sort code/account number etc. to prove that it was my account. They assured me that an investigation would be made and the case would be high priority. Well it's now 4 months later and nothing has changed. I have left the UK and I can only contact Ovo through WhatsApp. The customer service I have received has been at best incompetent and at worst downright rude, dismissive and disrespectful. Each time I speak with them I need to repeat the same information and send proof of payment and each time I am told that there will be an investigation. each time NOTHING is done about this. My account has now been passed to a debt collection agency which Ovo can't contact, apparently. This is destroying my credit score and also putting me at risk of legal ramifications. If you are looking for an Energy Company who know what they are doing, choose absolutely anyone else. Ovo will try to sham you with their confusing customer service set up and lack of professional and trained employees. I would give 0 stars if I could

What an absolute JOKE I didn't even choose OVO energy but because SSE migrated me beings as they went bust don't do residential property's anymore only big businesses ... the whatsapp chat is a joke if no response after 5 mins they end the chat COMPLAINTS department take weeks without acknowledgement of your complaint they say will be 5 working days but yet I waiting weeks still no acknowledgement BUT as soon as my issue RESOLVED I'm out of there no professionalism at all customer service is on another level of skilless non whatsoever DO NOT SWAP TO OVO unless your ready for your mental health to deteriorate and if nothing else to do all day everyday except call the customer service to get nowhere AVOID

Atrocious customer service. Ovo trying to bill me for a period after I moved out because new tenant gave wrong date. Customer services were point blank refusing to budge. There final message was 'don't for we supply data to Experian'. Lovely veiled threat.

Absolutely useless as a company, I left a property and continue to get bills even after explaining I have left, letters from the landlord saying I left, might be ok on prices but by aware if you some sensible conversations with someone you will not get it. lets hope the energy ombudsman can help because nothing i do seems to work

Absolutely appalling service. Moved out in August - ~£500 in credit. Called multiple times to try and get a refund and they are still holding on to the money with no explanation of why. Customer service team cannot do anything and do not know anything, and I cannot speak to those who can/do. It's now almost Christmas - I could use the money. Shockingly bad!

Never known any company like it, mess my account up for over 2 years then inform me I owe them over £900 without any explanation, constantly lied to & wont accept responsibilty for their incompetence, they hashed things up so they should bite the bullet & pay for their mistakes like anyone else, figure constantly changing,told to not believe what other members of their own staff are saying. They notified me in July & still not got things sorted it will now go to the ombudsman.

OVO People: Complaint- 21902969 and Account number 24257845 After 7 years of loyalty to your company and sympathies for being a Bristol based organisation, and due to some of your corporate responsibility policies, I want you to close my account with IMMEDIATE effect. I have now cleared my outstanding balance that you unlawfully charged me. It all started with the change in your old system. You were unlawfully chasing me for yet another account your system opened “ by accident”. This mistake form your incompetent system made me incur in financial losses. Although these losses were minor and for less /about £300.00, it was a virtual nightmare to deal with customer services representatives and your system so I had to contact the energy ombudsman which had resolved in my favour under the claim/case: EG066196-23. This was not the first time you made a mess with my billing. This is actually the 4th time I experience issues with your company. The property is actually only occupied for about 10 days every 5 to 7 weeks and it has been a nightmare to resolve issues with your more than incompetent and inefficient staff and system. As I have spent significant amount of time and experienced significant amount of headaches dealing with your very poor standards I will not go through the entire nightmare that has been dealing with you. This is the 4th, and last time I am asking you to completely close my account so I can switch to another provider which at the moment it is not possible as you have blocked my account. I have been dealing with your incompetence for the last 6 months! Needless to say I will be a fierce ambassador of your failure to deliver at the right standard and ethical expectation that customers deserve. Should you not close and unblock my account with immediate effect, I will be presenting a formal complaint to the parliament and to the media/press and about your really cannibalistic practices that violate all codes of commercial conduct.

Avoid at all costs. BAD BAD Probably the worst energy provider in the UK, and definitely the worst customer service ever came across. So far have spoken many of them, and spent on one occasion 3 hours one go on the phone, and 2 hours another time, and 1 hour another time, still got no where. These customer service knows absolutely nothing about nothing, and when you ask to speak to someone in charge, they say, you cant as managers are NOT allowed to speak on the phone, which is absolutely ridiculous, as they're in a higher position to speak to customers and solve problems.

My family member paid his gas and electricity bill conscientiously for more than 20 years to SSE. Unfortunately that company was taken over by ovoenergy that recommends human beings subsist on lentils to make more monies available for its billionaire owner. My family member, who is neurodiverse and vulnerable, has been subject to three years of appalling abuse by Ovo. This grotesque outfit claimed to have no record of him, to have migrated his account to X, Y, and Z other companies for months and months. This was leading up to the Account Takeover scheme when they landed my disabled family member with a bill for many many thousands of pounds. The ovoenergy abuse operation has destroyed my family member’s mental and physical health and he has been driven to despair. The operation has used the services of mercenaries, hoodlums, and paid bullies to molest my family member and to take his life savings. No words can adequately convey the appalling depravity of this ghastly operation. Please please tell anyone and everyone you care about to steer clear of this dreadful operation. It is the asbestos and thalidomide of 2023. They want your money and they won’t care if they destroy you in the process. From Wikipedia: "In 2020, OVO energy was fined £8.9 million for overcharging customers since 2015. In March 2021, OVO's practices were found to have caused detriment to 240,563 customers totaling over £2m, and the company was required to pay redress of over £2.8m – the highest amount of compensation among the 18 companies investigated." Sadly, since there is no longer a moral compass steering this sector, bodies such as Ofgem and the Energy Ombudsman are unable to regulate ovoenergy. It thus enjoys free rein to destroy lives and cause ruin at its leisure. AVOID LIKE THE PLAGUE

I have had it with this stupid company.. they took all my money out of account and blamed their app problems...I have mental health problems.. but I don't go round tricking people..all I want is my money back..not on meter...IN MY Account ToDAyyyyyyyyyyyy

I called ovo energy report I gave no gas frist call employer shut phone after ask me to hold a line in my face than I call again report I haven't gas in my flat with 3 kids and my wife they make emergency appointments I wait wait no body come than try to call again company but company close all lines.

Absolute nightmare customer service. Moved into a property on 02/09. Applied for gas and electricity online, like every other time I've used OVO. No welcome package, no response. Called to set up electricity account, told me gas account can't be set up because of it being "in transition," they'd call me back in 2 days, no one did. Called back again, someome told me the account is in "clearance" and I should call back again in 6 working days. In the meantime gas runs out, no cooker, house freezing, called back, someome said the last tenant's account might take 6 months to clear!! Line cut off whilst on hold, called back and was told I need to top up the pay as you go meter then apply for a smart meter to get a monthly account BUT for some reason I had to wait another 48 h (more as it was Friday) before ordering a smart reader. Sent me a code and said I had to wait for 3 h before going to a local shop they suggested. Went there, they were looking at me like an alien. Managed to find a post offfice, got the card, top up 30 quid, back to realise there is Debt on the meter from the previous tenant, called back after the weekend to order smart meter, was told I need to call AGAIN after it's installed to activate account, clueless as how to help with the last tenant's debts. I have used OVO before in multiple properties and it's always been an easy online process. I have spent countless hours on the phone this time and still nothing is sorted a whole month after I moved into this property. What a circus, what an absolute joke. Countless hours on hold, countless hours explaining this ordeal to a different person every time, EVERY TIME given different and contradictory advice (above is only a short summary of the endless conversations I've had with them). Horrific. Absolute jokers

Having such a hard time getting my… Having such a hard time getting my final bill sorted, the house was unoccupied for a short period in between tennants, I called to pay the bill, set up an account and submitted the readings, based on the standing charge and the unit rates my final bill should be £47.02 quite simple to calculate but they keep demanding hundreds of pounds every time I call to resolve they tell me a different amount the total on my letters is different from the amount they tell me on the phone at one point they wanted over £600 I have spent probably around 6 hrs on the phone to them over around 7 or 8 phone calls and I’m still no closer, I raised complaints which they have told me have been wiped off the system as the complaint is resolved when it is clearly not. I think they are preying on people to get so fed up they just pay the amount they want. They have actually now got a debt collector to chase me for the money which I am now worried will effect my credit rating. I have read lots of bad reviews on other platforms and I’m not sure how this company is still aloud to keep trading.

Meters don’t work can not physically top up it declines 4 different top up numbers issued nope don’t work !!! Every time I ring they loan my credit putting me in debt and refuse that there is a problem !!!

Ovo Energy operate on a deliberately dishonest business model that is intent on tricking customers. For example, every year they will offer you an energy forecast that will be far greater than what your home actually consumes. In my own experience, this will be anything from several hundred to even over £1000 of extra credit they will take forcibly from your bank account (often without any permission whatsoever). Indeed even if you put in writing to the CEO office not to increase your direct debit, they will do it anyway and start taking extra money from your account that is not due, fair or earned. When attempting to get a refund for this wrongfully attained money from your bank account, will then incur an even greater level of personal loss dealing with Ovo’s deliberately evasive customer services team. Again, they are trained to ignore customers in a bid to sit on that cash for as long as possible (gaining as much interest to their own bank account at the greater cost to your own). So not only will you lose money, but a lot of time, a lot of effort, a lot of wasted correspondence that is otherwise ignored and disrespected by these people along with finally being offered a deadlock letter (which is the worst form of cowardly escape and mark of incompetence to any company looking to this as a resolution for a customer). Because it should be noted that the ombudsman are actually paid by people like Ovo to investigate themselves, hence why it is not a very fair system and even if you are ruled in favour with a complaint, this will only result in a £50 goodwill gesture at most. The ombudsman is a very cheap and easy way for Ovo to avoid any accountability, litigation and any genuine exposure for conducting such an openly bad  business model. Indeed most troublingly, the ombudsman actually rely on people like OVO who dishonour contracts to keep in a job themselves. Hardly in the interest of the public is it? So after a huge amount of pain and even greater loss of energy than anything this company has actually supplied, you will finally get a refund -but no other compensation to the other very real losses you will suffer just to get money that was taken from you returned. Then the following year, this self-licensed gang will do exactly the same thing with falsely inflating your energy forecast, hiking up your direct debit’s and taking your money without any permission or right, ignoring you all the way before they get back into bed with the ombudsman and offer you a deadlock letter. This is just with energy forecast usage. Yet I am reading reviews of other people who are promised £50 cashback for joining, who had to complain relentlessly only to get £25 and nothing else. If you try calling this company, they will charge you at a premium rate too. And if there is any need for a meter reading, it will only be under the auspices that you could be going into debt (but never going into extra credit which should be refunded to you as another point of note). Do you see the consistent trend that is only out to trick customers of money, instead of offering any real honourable and trustworthy service of value? I have never witnessed such a comprehensive and corporate level of scheming to the public than what Ovo offer so shamelessly. As another interesting observation, I find it odd that trustpilot uniquely is claiming something that averages a four star review for Ovo, compared to other review networks that are more like one star for this terrible energy provider. Perhaps the ombudsman are not the only bedfellows going on here?

Appalling! Avoid like the plague! Complaints at Customer Service does NOT reply. Even the CEO office ignored complaints. I was with SSE when Ovo bought the company and our service contracts. I have 9 months’ worth of complaints NOT dealt with and mostly unanswered. I haven’t been able to switch because of the energy crisis. In many decades of retail consumption this is THE WORST COMPANY I’VE EVER EXPERIENCED. Do NOT even think of giving them your business. Avoid!